FAQ's

SHIPPING NOTICE 03/18/2026 : We would like to provide an important update regarding recent shipments to the United States.

Beginning in November 2025, we partnered with FedEx to handle our U.S. deliveries. At the time, we were explicitly assured that all shipments would be duty/tariff-free under USMCA (CUSMA) compliance. We completed all required documentation and compliance procedures with FedEx’s guidance to ensure a seamless, charge-free experience for our customers.

Unfortunately, despite these assurances and full compliance on our end, a number of our customers were incorrectly issued additional duties and tariff charges by FedEx upon delivery. This was unexpected and not aligned with what was communicated to us or our customers.

This situation has significantly impacted both our operations and, most importantly, the experience of our loyal customers. We understand the frustration this has caused and sincerely apologize for the inconvenience.

We were initially advised by FedEx to continue shipping with them while they would reimburse us for any charges we covered on behalf of our customers. Regrettably, this commitment has not been honored, and we are currently facing substantial financial losses with limited support or response from FedEx.

Our Commitment to You

• We are taking full responsibility for this situation.
• If you have received a duties/tariffs invoice from FedEx, we kindly ask that you pay the invoice to avoid any further action (such as collections).
• Once paid, please share the invoice and proof of payment with us, and we will fully reimburse you for these charges.

What’s Changed

As of March 16, 2026, we have discontinued working with FedEx. We are now shipping U.S. orders directly via USPS, a delivery duty paid (DDP) service. This ensures that no additional duties or tariffs will be charged on future orders.

We deeply value your trust and support, and we remain committed to providing a transparent and hassle-free shopping experience moving forward.

If you have any questions or need assistance, please don’t hesitate to contact our support team.

We offer express shipping service to the following countries: Austria, Australia, Belgium, Croatia, Canada, Denmark, Finland, France, Switzerland, Hungary, Iceland, South Korea, Lithuania, Luxembourg, Netherlands, Norway, New Zealand, Poland, Sweden, Estonia, Latvia, Ireland, Singapore, Hong Kong, Japan, Qatar, Kuwait, Saudi Arabia, United Arab Emirates, United States of America, United Kingdom, Czechia, Hong Kong

SHIPPING UPDATE 03/16/2026 : We ship all orders to the USA via USPS - No further duties/tariffs are being applied to US orders.

All International orders are shipped via FedEx and International orders may be subject to duties and taxes imposed by the destination country.Duties, Tariffs & Import Fees.

All orders shipped outside of the country of origin may be subject to customs duties, tariffs, taxes, or import fees as determined by the destination country’s customs laws. These charges are not included in the purchase price or shipping cost and are the responsibility of the customer.

The Innate Life does not control or calculate these fees and is unable to predict what charges, if any, may be applied. Customs policies vary widely by country, and any additional charges imposed by customs authorities must be paid by the recipient in order for the order to be released and delivered.

By placing an order, you acknowledge and accept responsibility for any applicable duties, taxes, or import fees required by your country.

For shipping rates, please update the Checkout page with your address. The Innate Life is not responsible for any custom or duty fees. Please check with your country's import rules before placing an order.

We ship from Toronto, Canada – therefore, shipment transit times may vary. We take approximately 1-3 business days to process all orders. Business days are Monday to Friday. All shipment transit times listed below are approximate.

Canada: 2-7 business days for packages to be delivered

USA: Up to 5-10 business days for packages to be delivered

International: Up to 2-3 weeks for packages to be delivered

Please note: USA/International packages may get stuck at customs, resulting in additional delays beyond our control. This will affect the package’s delivery date. Please see your country’s postal service for more information on your order shipment status.

For more information, please see Shipping & Handling.

Please ensure your shipping information is accurate, we are not responsible for wrong information input such as name and address. Please check your tracking number for the status of your order. If your tracking information is incorrect, please e-mail us at support@theinnatelife.co no later than 30 days since your package has shipped.

We highly encourage customers to check with your country’s postal service for more information on your order shipment status.

For more information, please see Shipping & Handling.

All customers receive a shipping confirmation e-mail when their shipping label is created + their order is ready to be shipped. All orders come with a tracking number that is included within the shipping e-mail. If you didn’t receive a shipment confirmation e-mail, please e-mail us at support@theinnatelife.co.

We highly encourage customers to check with your country’s postal service for more information on your order shipment status.

For more information, please see Shipping & Handling.

Order cancellation must be reported within 1 hour of placing your order (unless it has been shipped). Please email us at support@theinnatelife.co to cancel your order. Your e-mail request must include your order number in order for us to successfully process the cancellation. If you are emailing to cancel your order over the weekend, please give us until the next business day to process your request. Please disregard shipping confirmation emails you may receive.

We don't accept cancellations due to discount codes not being applied to the order. Unfortunately, a discount code cannot be applied to an order once it has been processed.

Please e-mail us at support@theinnatelife.co with images of the damaged goods and one of our team members will get back to you as soon as possible. Product images must be submitted with the e-mail in order for us to re-send the package. Damaged product(s) must be reported within 3 days of receiving the products (no exceptions).

The Innate Life is not responsible for any damage to the products caused by freight forwarding companies such as Aramex, myUS.com or others. If the products are taken out of the box for inspection, the customer must discuss with the freight forwarding company that our products are packaged in glass containers and must be repackaged just as they originally were when shipped from our facility.

This can occasionally happen as we try to ship out orders as fast as possible. We apologize for the convenience! Please send us an image of the product(s) you received at support@theinnatelife.co along with your order number. Our team will get back to you as soon as possible with a resolution.

Unfortunately, all our sales are final and products cannot be refunded, returned or exchanged. For more information, please see our Return Policy.

Please store all our products in a cool and dry place (away from sunlight).

The shelf life of our products is approximately 1 year. The shelf life begins the moment you receive the products. All our products must be stored in a dry place (away from sunlight).

For our Scalp Treatments, we recommend they are stored at room temperature (20-25°C). We use unrefined shea butter in our Problematic Scalp Treatment which may solidify or formulate grainy texture in temperatures below 15°C.
Please note: the graininess in the product does not affect its efficacy.

All of our products, except our Neroli Hair Primer and Leave-in Conditioner, are gluten-free. However, please note that our products are not formulated in a gluten-free facility.

The following products contain nut ingredients:
Rose Hair Elixir, Beard + Hair Elixir, Problematic Scalp Treatment, Rosemary Scalp Treatment, Herbal Shampoo.

Please note that our products are not formulated in a nut-free facility.

Yes, all our products are cruelty-free. We do not test on animals.

All our products are vegan except:
Problematic Scalp Treatment – its formulation contains a bit of beeswax.
Neroli Hair Primer – its formulation contains Hydroxypropyltrimonium Honey, derived from real honey.

Our products are not specifically formulated for color-treated hair. Having said that, many of our customers with color-treated hair use our products without any issue.

Most, if not all, of our products contain essential oils that may not be recommended during pregnancy and breastfeeding. However, the concentration of essential oils in our products is 0.02% (sensitive skin) to 1.0%. These dilutions typically don’t cause any concerns for safety. We recommend seeking advice from your doctor prior to using our products if you are pregnant or breastfeeding.

Essential oils can only be used between 1-4% on bath & body products. Essential oils are extremely concentrated and not using them within their safety limit can cause adverse effects. Our herbal extracts are diluted with the rest of the oils so it is hard to determine the final percentage.

The concentration of essential oils in our products is 0.02% (sensitive skin) to 1.0%. These dilutions typically don’t cause any concerns for safety. Just to be on the safe side, please consult your healthcare professional to get a second opinion.

Our products are stored in recyclable + reusable glass and reusable PET plastic packaging.

PET plastic is a plastic that is free from harmful chemicals. It is approved by the FDA and deemed safe for use with  personal care products. PET plastic is not a single-use plastic. It can be perfectly recycled over and over again.

Our Scalp Treatments + Hair Elixirs are stored in glass containers with PET plastic lids + covers.

The rest of our products are stored in reusable PET plastic packaging. However, our pumps and sprays are not recyclable. With this, we encourage you to reuse them or dispose of them in the garbage.

For shipping, we take great pride in our minimal packaging efforts. All orders are sized with a small recyclable box, and filled with packing peanuts that are compostable + dissolvable.

Our products can be categorized for pre-wash, wash, and post-wash use.

Before washing your hair, we recommend using:
Rosemary Scalp Treatment
Problematic Scalp Treatment
Herbal Hair Mask

While washing your hair, we recommend using:
Herbal Shampoo
Charcoal Scalp Detox

After washing your hair, while it’s still damp, we recommend using:
Neroli Hair Primer
Leave-in Conditioner
Rose Hair Elixir
Beard + Hair Elixir

For daily/regular use:
Neroli Body Oil
Rose Hair Elixir
Beard + Hair Elixir

I recommend trying our Complete Hair Care Bundle, which includes a Scalp Treatment of your choice, Rose Hair Elixir and Herbal Hair Mask. These are our most celebrated products on the website. Though they all work on different issues, they maintain one goal: Enhance the overall health of the hair.

Our Scalp Treatments work at the scalp/root of the hair strands to provide nutrients + support hair growth. Our Herbal Hair Mask moisturizes + repairs any damage caused to your hair strands and texture. Our Rose Hair Elixir adds shine and acts as a daily serum for extremely dry and frizzy hair.

For reviving and accelerating hair growth, we highly recommend our Scalp Treatments. Hair growth starts at the root, which is why the key to optimal hair growth is nourishing your follicles. With 1-2 applications per week with a Scalp Treatment of your choice, you will begin to see hair growth results in at least 90 days. As long as you remain consistent, your hair growth will continually accelerate.

Our products do not belong in the drug category therefore aren’t specifically tested as a medicinal solution for hair loss conditions. However, we have many customers who have used our Rosemary Scalp Treatment and experienced hair growth in areas/patches where they were experiencing hair loss. We also have customers that have used our Rosemary Scalp Treatment with hair loss conditions and experience positive results (see Before & After transformations).

We seek to elevate scalp care in the haircare industry where it is often neglected. With this, our products including the Rosemary Scalp Treatment seek to encourage scalp care + frequent scalp massages. The scalp is the last layer of the skin to receive nutrients essential for hair growth. This is why our products are developed + formulated to topically nourish the follicles for optimal growth.

Our products are not specifically formulated or tested for Keratin-treated, colored or bleached hair, hair extensions, or locs. Having said that, many of our customers with these types of hair do use our products without any issue.

It's very common that different people don't smell things the same way as each individual has different levels of smell receptors in our noses. With this, every individual senses smell differently, and the strength of the scent may vary for every individual.

If you are sensitive to scents, this product may have a strong scent to you.

With the recommended small amount of application per use, our scalp products will not clog your pores.

The two main ingredients that cause the ‘tingling’ feeling and help enhance blood circulation in the scalp are: peppermint oil and tea tree oil. Although the sensation is often uncomfortable when applied too much, it shouldn’t be causing pain of any sort.

Peppermint oil is historically used for medicinal purposes (headaches, muscle pains, scalp irritations like dryness and dandruff). It is completely normal to have the ‘tingling’ or ‘cooling’ sensation when you apply our Scalp Treatments because it is increasing blood circulation to the scalp and creating a healthier environment for hair growth.

This can be an indicator that you are applying too much product. We recommend using only a small amount at a time, and apply sparingly. Over time, feel free to adjust the amount you use to avoid overapplication.

Most people do not touch their scalp at all + focus on the actual length of the hair. With this, when you start incorporating scalp massages into your hair routine, you will notice hair dropping on the floor/hands. We are supposed to lose 50-100 hairs a day and oftentimes, they are cut off from the root and lingering/hanging on. Once you massage your hair, you will notice them falling and it may scare you. This will only occur initially. As you continue scalp massages twice a week with regular brushing, you will notice normal hair loss.

If you're not combing your hair every day, these hair strands can be loosened and still be sticking around on your hair/head waiting to fall. When you apply a Scalp Treatment or Herbal Shampoo, you might notice them falling all at once when in reality, they may have been a little loose from before. During use of our products, hair strands will stick to your hands, making them more noticeable. It also may be possible that you're applying too much product. We advise that you use the tiniest amount for each section of your scalp. For our Scalp Treatments, It is important to section out your scalp and apply it directly on the white strip of the scalp.

We apologize for the inconvenience, this is due to the packaging being tight + freshly sealed, resulting in having no air inside the bottle. We recommend unscrewing the nozzle to let the air in. While unscrewed, we recommend testing the spray until product comes out. Once product comes out, you may screw the nozzle back on for use.

No, it will not dry out your scalp. Our Herbal Shampoo gently cleanses the scalp of excess oil and dirt without stripping off the natural hair sebum that is vital for hair growth. This way, your scalp is not dried out and your follicles receive proper nourishment.